Let me start off by saying that I really don't have any issues with the TV service, or internet that uVerse provides. This issue that I have is the customer service, or lack thereof.
I attempted to move my service on Sunday to my new place. Keep in mind that I'm move 2 buildings over, and I know the place will support uVerse. I was told that there was a "system" issue and that they could not transfer service. I tried again later in the day and ran into the same issue. Monday: Same issue up until about 3pm, when I was told that they could do it, but there was an issue and they had to wait. After speaking with 3 reps, and chatting with 5, I finally got a rep that cared and was surprisingly willing to help! She told me that she had initiated the move, but the tech couldn't be there for the install until Monday... This blows my mind. I'm not getting new equipment; shouldn't this be a simple "plug and play"? I moved services with other cable providers and it's NEVER been this big of an issue. The rep said she would call me back and she did. Like I said, she does care and really has gone above and beyond to help me out. She said that she was able to bump my appointment up to Friday. Still not good. 5 days with no cable and internet. She said that I might want to call tech support and see if they could walk me through the setup, so I did. I was on hold for about 5 minutes, the phone then rang, and the call dropped... Having worked in CS for a couple of year, and looking at the clock, I have an idea what happened here... The rep didn't want the call, and so they dropped it...
Out goes the email!
I received a respond email shortly after, and then a phone call, asking me to email back with a good number to be reached at. I did, and I've heard nothing back.
I'm blown away at the lack of custom service that this company has shown. Zero care or consideration for customer, and to not offer a phone number to have me call back is just unbelievable. It feels like they are going out of there way to NOT help.
Here is the email that I sent if y'all feel like reading more...
Hello,
Thankfully Ive been working with ### on this move of service and Im happy that I have one point of contact. However, there are may open issues that still need to be addressed with this move. Thank you for getting the move facilitated as I know that was a challenge. I have been trying to have service moved since Sunday and have only found out late today that this will be accomplished. The most frustrating part about this move now, is the timing. I received a phone call from ### informing me that Friday is the first available time to have someone come out and move my service. She did say that she would try to do better, and I do thank her for that. Waiting until Friday is a horrible solution. I have all the equipment, so this should be a simple plug and play application. Ive moved in the past, and my cable provider simply turned on my cable in my new place. No wait, no service interruption.
The issues and challenges that Ive dealt with for the past 3 days have far exceeded any bad customer service experience that Ive had. As a shareholder, Im embarrassed to have you apart on my portfolio. I was CS rep myself, and I would have been possibly fired if had provided the lack of customer service that AT&T has shown me over the last few days.
Please note, that the shining gem in this debacle has been ###. She has been amazing, has followed through and really shown what CS is all about. She has gone above and beyond and you should feel real lucky to have her as part of the team.
Here is what I would like to see happen.
My service turned. This should be a simple as flipping a switch. I have all the things I need to make this work. A cable box, cables and a TV. Im not sure why I need someone to come out and do this for me?
Credit on my bill for one month
Wireless receiver added to my account at no charge (this is already a promotion, so I would like it added)
Please let me know ASAP what resolution your company can come up with. My contact information is below.
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